Company Statement

For the last 80 years, EmblemHealth has been taking care of New York’s heart and soul, its people. Today, health care is more complex than ever. That’s why we’re at the forefront of change. We work alongside our customers to offer access to high-quality, affordable care, help navigate the health care experience, and make good health achievable; because everyone deserves to be taken care of. We deliver on our mission every day by living our values with our colleagues, members, clients and partners. It begins with caring and respecting all those we work with. We believe a culture of diversity and inclusion is vital to serve our unique and diverse customers. We seek for continues improvement and innovation and believe being agile and nimble is our advantage. We bring a strong sense of partnership to every relationship – internally and externally. The EmblemHealth family of companies offers competitive health, welfare, and retirement benefits as well as incentive pay plans and more.

Supervisor, Customer Service

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Operations
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EmblemHealth
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  • Manage the day-to-day responsibilities of telephone performance, coaching/counseling the customer service team, and inventories of offline work including eCorrespondence, social media, and HIPAA/Privacy form updates.  
  • Responsible for systemic testing related to updates to the CRM and the website portal; assist in training initiatives.  
  • Drive weekly meetings with call center management of other call centers and regularly attends configuration/grooming sessions for new systems and software.
  • Provide recommendations for process improvements.

Responsibilities:

  • Manage staff production and performance in order to meet corporate performance goals.  
  • Provide ongoing coaching and feedback to staff.
  • Provide staff with appropriate resolution technique for sensitive calls, especially of a high priority nature. 
  • Serve as point/escalation person to answer the most complex telephone inquiries.
  • Identify and coordinate staff training needs to ensure uniform, professional responses.  
  • Plan and organize the daily operation of the Service Department, including the processing of payroll for staff.  
  • Monitor and review attendance of staff to ensure proper levels of coverage.
  • Analyze and trend inquiry types to identify process improvement opportunities, including development of educational material for staff.
  • Monitor and optimize inventory levels of eCorrespondence, social media and HIPAA form updates to ensure timely resolution.
  • Regular attendance is an essential function of the job.  
  • Perform other duties as assigned or required.

Requirements:

  • Bachelor’s Degree required; additional years of related experience/specialized training may be considered in lieu of educational requirements
  • 3 – 5 years of relevant, professional work experience required
  • 3 years of customer service experience, preferably in operations or in a call center environment required
  • 3 years of claims related experience preferred
  • 2 years of supervisory experience in a customer service or health care environment preferred
  • Extensive knowledge of insurance contracts, medical, hospital and dental procedures preferred

 

EEOC Statement

We are committed to leveraging the diverse backgrounds, perspectives and experiences of our workforce to create opportunities for our people and our business. We are an equal opportunity/affirmative action employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, protected veteran status or any other characteristic protected by law.

Sponsorship Statement

Depending on factors such as business unit requirements, the nature of the position, cost and applicable laws and regulations, EmblemHealth may provide work visa sponsorship for certain positions.

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